As part of Joseph Brant Hospital’s commitment to continued quality improvement, we encourage our teams to share ideas – big or small – that could improve the safety and experience of our patients and their loved ones. In 2024-25, JBH implemented 215 of these ideas, one of which has improved Diagnostic Imaging (DI) services – one of the busiest departments in the hospital.
It all began when Switchboard noticed a high number of phone calls from patients about upcoming diagnostic imaging appointments. While information about preparing for an appointment is available on the hospital website, patients may prefer to speak to staff directly, or are looking to reschedule or cancel their appointment.
The large volume of calls meant it was taking longer for patients to connect with hospital staff, contributing to dropped calls or people not showing up for their appointments – time slots that could be given to another patient.
Recognizing an opportunity for improvement, the DI team, Information Technology (IT) team and a Patient and Family Advisor (PFA) worked together to implement a new telephone system and phone tree, which included a dedicated cancellation line so patients could manage their appointments effortlessly.
“We heard from our patients and collaborated to redesign the DI telephone system, creating a more effective way for patients and physicians to communicate with the imaging team about imaging exams and appointments,” said Ashley Patrick Hall, Manager of Diagnostic Imaging and Medical Diagnostic Unit.
“With experience as a Patient Family Advisor and also as a volunteer making patient reminder calls for CT scans, I understood what was relevant to patients leading up to their appointment,” Rose Tong, PFA in DI, said. “I was able to contribute this perspective to the DI phone tree upgrade initiative, which was used to inform part of the new phone tree design, to enhance the patient experience.”
Within days, it was clear that the new phone system was a success. Patients were able to easily get information about imaging preparation or cancel appointments, which reduced wait times and disruptions to staff time, and enabled quicker access for patients needing diagnostic imaging services.
Through collaboration and a focus on service improvement, JBH teams and PFAs were able to create a more streamlined experience that puts patients first and optimizes efficiency for staff and physicians. A truly forward-thinking collaboration!